1. What you can complain about
- The quality of teaching, learning or support.
- The condition or accessibility of a venue.
- The conduct of a member of staff, volunteer or learner.
- Administration, enrolment, fees or information you were given.
- How we have handled your personal information.
2. Stage 1 — Informal resolution
Speak to your tutor or a member of centre staff as soon as possible. Most concerns are resolved on the spot. We aim to respond within [TO CONFIRM] working days.
3. Stage 2 — Formal complaint
If you are not satisfied, put your complaint in writing to admin@walthamforestadultskillscentre.com or post it to 48 Corn Way, London E11 4YF. Include what happened, when, who was involved and what outcome you are seeking. We acknowledge formal complaints within [TO CONFIRM] working days and give a full written response within [TO CONFIRM] working days. If we need longer, we will tell you why and when to expect a reply.
4. Stage 3 — Appeal and review
If you remain dissatisfied you can ask for a review by a senior manager or director not previously involved, within [TO CONFIRM] working days of our Stage 2 response. The review outcome is sent to you within [TO CONFIRM] working days and completes our internal process.
5. Taking it further
If your complaint concerns a qualification, you can escalate to the relevant awarding body: [TO CONFIRM]. If it concerns funded provision, you can escalate to the funding body: [TO CONFIRM]. Complaints about the handling of personal data can be taken to the Information Commissioner's Office at ico.org.uk.
6. Anonymous complaints
We record and consider anonymous complaints, but we may not be able to investigate fully or respond to you directly.
7. Records and learning
All complaints are logged with the action taken and reviewed by management each [TO CONFIRM] so that themes lead to improvement. Complaint records are retained for [TO CONFIRM].